Team Leader operation

• Keeping the team and self-updated of all process changes/ process highlights, at all times
• Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans
• Identify potential mentor from the agents and groom them to take on higher responsibilities
• Build vintage in the team, by minimizing attrition/controlling attrition
• Ensuring the Service level adherence of close looping and with coordinating with the process owners
• Handled an inbound team for close looping of the complaints/requests with team of 20 agents
• Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process
• Looking after mystery audits of process in Service Recovery Department
• Understanding Publishing of Accurate Ops Business Quality MIS, Reports.
• MIS on any additional activities done to be published by the end of month.
• Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.
• Action Plan to be shared on misses and best practices to be shared on hits monthly

This job is provided by Shine.com